Case Study: City of Markham reduces resolution time and boosts citizen satisfaction with Comm100 Live Chat

City of Markham Slashes Resolution Time with Comm100 Live Chat

The City of Markham, a large Ontario municipality, struggled with rising email volumes and slow resolution times while only offering phone and email support. To meet constituents’ growing demand for digital access and reduce agent strain, the City of Markham implemented Comm100 Live Chat in 2015.

Using Comm100 Live Chat, agents now handle high volumes of conversations more efficiently with canned messages, a knowledge base, and easy routing, which slashed resolution time and increased support capacity. The Comm100 deployment drove rapid adoption (16,000+ chats in year one, 21,000+ chats in 2022) and delivered strong satisfaction — a 4.11/5 post-chat CSAT — while inspiring other municipalities to follow suit.

City of Markham

Rosie Cozis

Manager, Contact Centre